Mr Bet Casino - Рахунок гравця закривається, а кошти конфіскуються.

Hello, my account was suddenly deleted and I had €1300 pending withdrawal. My account was verified, and I even checked again in the chat if everything was alright with my account. After I requested the withdrawal, the trouble began, and they claimed I had multiple accounts, which is not true. When I asked why my account was deactivated, they said it was because I allegedly had multiple accounts, which is absolutely not the case. I asked the support for proof, which I never received. The account remained deactivated and €1300 was canceled, even though everything was fine before I made the withdrawal request. I even have proof photos. They could have simply stated that I had multiple accounts, but instead, they accepted all my deposits, which were made correctly. So, either they return the €1300 or give back all the money I deposited since I never created multiple accounts. I'm not insane. They accepted my money without claiming any issues at the time because then they wouldn’t have received the money. I feel like I’m being scammed, and I hope you can help me with this. That would be really great. Best regards and talk to you later, Maik

Hallo und zwar wurde mein Konto einfach gelöscht ich hatte 1300 € in der Auszahlung einmal mein Konto war verifiziert und ich hatte extra noch mal im Chat nachgefragt ob alles in Ordnung mit meinem Konto ist nachdem ich die Auszahlung beantragte fing das Theater an ich hätte Multi Accounts welches nicht der Fall ist. Auf Frage hin warum mein Account deaktiviert wurde wegen dass ich einen multi-account hätte was wirklich nicht der Fall ist. Ich forderte vom Support einen Beweis den ich nicht bekam der Account blieb deaktiviert und 1300 € wurden storniert obwohl alles bevor ich den Antrag zur Auszahlung tätigte in Ordnung war dafür habe ich sogar beweisfotos da hätten die ja auch gleich schreiben können dass ich einen Multi Account habe oder nicht vor allen Dingen haben sie ja auch meine ganzen Einzahlungen genommen die auch immer korrekt gewesen waren also entweder ich bekomme von denen die 1300 € oder mein ganzes Geld was ich bei den eingezahlt habe wieder zurück weil ich niemals einen Multi Account erstellt habe ich bin doch nicht bescheuert und zweitens das Geld haben sie ja auch genommen warum haben sie denn da nicht vorher schon geschrieben dass ich ein multi-account habe mehr weil sie dann das Geld nicht bekommen hätten ich fühle mich richtig verarscht von denen ich hoffe ihr könnt mir helfen das wäre echt toll liebe Grüße und bis später Maik 

Dear Addams,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Did you accumulate your winnings with or without an active bonus?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Thank you for your reply, Addams. Do I understand correctly that you and another person used your device to access accounts at this casino?

Additionally, could you clarify if this occurred more than once? I’m also curious to understand why your friend was unable to wait and access their account from their own device later.

I think he used my phone twice to log in with his own account.

BUT THAT'S IT, I DON'T HAVE A SECOND ACCOUNT, IT'S A DISGRACE WHAT THEY'RE RIDING OFF, THEY WRITING THAT EVERYTHING IS GOOD WITH MY ACCOUNT AND THEN THEY CLOSED MY ACCOUNT FOR NO REASON, THEY TOOK MY MONEY

Ich glaube 2 mal hat er mein Handy genutzt um sich aber nur mit seinem eigenen Konto einzuloggen.

DAS WARS ABER AUCH, ICH HABE KEIN ZWEITES KONTO EINE FRECHHEIT WAS DIE ABZIEHEN SCHREIBEN NOCH ALLES IST GUT MIT MEINEM KONTO UND DANN SPEEREN DIE MEIN KONTO OHNE GRUND MEIN GELD HABEN DIE HAUCH GENIMMEN

Oh and because he lost his cell phone he borrowed one from me, you don't always have money to buy a new one

Ach und weil er sein Handy verloren hat hatte er ein Handy von mir ausgelien man hat ja nicht immer gleich Geld um sich ein neues zu kaufen

Especially not if something like this happens to you all the time

Vorallen nicht wen einen dan ständig sowas passiert

Could you please provide more information regarding the activity of the other person when they used your phone? Did they use it to log into their account, and for example, deposit and play?

Also, did you use your other phone to play in this casino before you gave it to your friend?

Also, could you please clarify why you need to change the phone number?

No, I asked again, it's my best friend, what exactly was going on and he just said that when he wanted to log into his profile, my profile was still saved in the background, my data and password were saved and it logged him in automatically, but he logged out straight away and he doesn't use my account, if he does then I log in myself, it's my best friend, so and yes, of course I certainly played with my phone there before I gave it to him or I bought a new one and the other one just lay around the whole time until he needed it. I can assure you that he and I are one person and we don't live in the same house or apartment. I have to change my number because it accidentally entered a different one when I changed the number 🤮

Me and this question Did she use it to log into her account and for example

Make deposits and play?

I can answer with a clear no why he has his own profile there why should he play the Dan with mine such nonsense

I hope there will be a clarification soon and it would be really great if it was positive

Nein ich habe noch mal gefragt das ist mein bester Kumpel was da genau war und er meinte nur als er sich bei seinem Profil einloggen wollte war mein Profil noch im Hintergrund gespeichert bzw meine Daten und Passwort war gespeichert und es hat ihn halt automatisch eingeloggt er hat sich aber sofort ausgeloggt und er nutzt mein Konto nicht wenn dann fahre ich selber ein es ist mein bester Freund also und ja klar habe ich sicherlich mit meinem Telefon auch mal dort gespielt bevor ich es ihm gegeben habe oder bzw ich mir ein neues gekauft hatte und das andere dann die ganze Zeit nur rum lag bis er es halt gebraucht hatte ich kann versichern dass ich eine Person und er eine Person ist und wir nicht denselben Haus bzw in derselben Wohnung leben meine Nummer muss ich ändern weil es ausversehen beim ändern der Nummer eine andere eingetragen hat 🤮

Ich und diese Frage Hat sie es verwendet, um sich bei ihrem Konto anzumelden und beispielsweise

Einzahlungen vorzunehmen und zu spielen?

Kann ich mit einen klaren nein beantworten warum auch er hat doch selbst ein Profil dort warum sollte er den Dan mit meinen spielen so ein Quatsch

Ich hoffe es kommt bald zu einer Klärung und das diese auch noch positiv ist wäre echt sowas von toll

Hello, I wanted to ask again what the status of things is

Hallo also wollte noch mal nachfragen wie der Stand der Dinge ist

Thank you very much, Addams, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

OKI and when does the colleague contact you

OKI und wann meldet der Kollege sich

I'm waiting

Ich warte

Hello, Addams,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Mr Bet Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated?

Will the casino refund his last deposit? If not, why?

If there was a device/IP match between his and his friend's account, can you provide us with the information on what exact activity was done by each of the linked accounts on the same device and support it with relevant detailed evidence?

If we are talking about a breach of the casino's Terms and Conditions, feel free to send all the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Well, actually I want my winnings, I've been paying them in for years and I'll say if they only give back the last deposits, that's not as much as I won, I feel really ripped off by them, especially since they said yes, everything is fine and and and, well, I hope there will be an agreement soon.

Also eigentlich möchte ich ja meinen Gewinn haben den zahle da schon seit Jahren ein und ich sage mal wen die jetzt nur die letzten Einzahlungen zurück geben das ist nicht so viel wie ich gewonnen habe ich fühle mich richtig verarscht von denen zumal ja noch gesagt geschrieben wurde ja ist alles in Ordnung und und und naja hoffe es kommt zu einer Zeit nahen Einigung

Dear Branislav,

We’ve sent you an email with additional details about the situation. Thank you in advance for taking the time to review it.

Did not receive an email

Habe keine Mail erhalten

So I looked through everything again and found nothing

Also habe jetzt noch mal alles durch gesehen und nichts gefunden

Thank you for your email, Mr Bet Casino team.

Dear Addams,

The casino representative sent an email to me, not to you.

However, I have some questions for you to fully understand the situation.

You claimed your friend used your old phone to play at the casino, and that he logged into your casino account with your old phone because your credentials were saved there/auto-filled. Did it happen also the opposite? Has your friend ever logged into his casino account on your phone?

Yes, of course

Ja natürlich

He used the phone

Er hat das Telefon ja genutzt

Well for me there is actually no discussion because we are 2 different people who do not live in the same household! Even if he was logged on to my device the rules are for households and it doesn't mean that you can't be friends, he lives in a completely different city but that doesn't matter anyway it's not a duplicate account, it's 2 people, a duplicate account means for me and also legally that it must have been made by the same person and that is not the case here I don't know why it all takes so long, sorry but it just annoys me that every day you're on tenterhooks and can't do anything except keep waiting for new questions to come up and then nothing happens for another week I thank you anyway for your effort and help, I just had to get it out now

Also für mich gibt es da eigentlich gar keine Diskussion den wir sind 2 verschiedene Personen die nicht in einen Haushalt leben ,! Auch wen er sich auf meinen gerät angemeldet war sind die Regelungen ja auf Haushalte gehalten und nicht das man auch nicht befreundet sein darf der wohnt in einer ganz anderen Stadt aber das ist auch weißt mal egal jedenfalls ist es kein doppeltes Account es sind 2 Personen doppelt Account bedeutet für mich und auch vom Gesetz her das es ein un die selbe Person gemacht haben muss und das ist hier aber nicht der Fall ich weiß nicht warum das alles so dermaßen lange dauert sorry aber es nervt mich einfach nur das man jeden Tag wie auf heißen Kohlen sitzt und nichts machen kann nur immer warten das neue Fragen kommen wo Dan wieder eine Woche nichts passiert ich danke trotzdem natürlich für deine Mühe und Hilfe das musste jetzt einfach mal raus

Dear Addams,

I am sorry for the delay.

Did you please understand my questions correctly?

I meant my questions as follows - your friend used your phone for playing at the casino, and either he did it unintentionally or you were logged into your casino account at Mr Bet in the past on the same device, that is clear completely, but did it happen also in another way - that your friend using your old phone also used your current phone for playing at some point?

So, can you confirm that both of you (you and your friend) used both your old and current phone/device for playing at Mr Bet Casino at some points?

Thank you.

Yes, of course, at first he didn't have a phone and I gave it to him later when it was clear that his phone was gone

Ja klar den erst hatte er ja kein Telefon und ich hatte ihm das Dan später gegeben als klar war das sein Telefon weg ist

Dear Addams,

Once again.

You have 2 phones, the new one and the old one. You gave the old one to your friend, where his and your account for Mr Bet were logged in.

Then, you had only your new/current phone and played at the casino only with your current phone, while your friend played with your old phone.

Did your friend also use your new/current phone to play at Mr Bet Casino?

Yes he did because before I gave him my old one he used my current phone from time to time

Ja hat er weil er ja bevor ich ihm mein altes gegeben habe hat er ab und zu mein aktuelles Telefon verwendet

Dear Addams,

After gathering and reviewing all the necessary information and details from the casino and your posts, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts/bonus abuse/impossible KYC. Unfortunately, based on all the provided details, it would be likely impossible to prove otherwise. The fact that you and your friend played on both your devices and took the same bonuses with both accounts itself makes any verification impossible, while it is mandatory for withdrawing anything from a casino account. Under such circumstances, it is completely unrealistic for the casino to find out if you used multiple accounts or not, even if you and your friend were really only close friends playing at the casino separately as individuals. There are too many matches in the data of the linked accounts to say that you did not register and play with multiple accounts, which is strictly prohibited in all online casinos, especially if both linked accounts used the same bonuses.

The casino acted in accordance with the terms and conditions you accepted upon registration(s).

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, Mr Bet Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru